Help Desk Associate

Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass and Northern Connecticut, we are proud to lead the way in green values, sustainable energy financing, and charitable giving. Our commitment to operating in the best interest of our customers is matched by our dedication to fostering an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as the Best Place to Work and Best Local Bank. Join our team of dedicated and innovative individuals and be a part of our dynamic, successful organization. Let's make a difference together!

Summary:

As a Tier 1 technical support specialist, the Help Desk Associate is responsible for delivering front-line technical assistance and ensuring the smooth operation of daily IT functions. The position involves providing timely and professional support to bank associates through various channels, including phone, in-person, email, and remote tools. Key responsibilities include troubleshooting hardware and software issues, managing service requests, performing system imaging and installations, and maintaining user accounts. The role also involves coordinating with vendors, maintaining hardware inventory, and ensuring compliance with internal policies and regulatory standards. Strong communication, documentation, and customer service skills are essential, along with the ability to prioritize tasks and provide on-call support as needed across multiple locations. This role is on-site at our executive offices in Holyoke, MA.

Essential Duties and Responsibilities :

• Deliver Tier 1 technical support via phone, in-person, email, chat, and ticketing systems, ensuring timely and professional resolution in accordance with help desk protocols.
• Accurately document all service interactions and resolutions using IT tracking software to maintain detailed support records.
• Manage the full lifecycle of service requests, from initial intake to resolution and closure.
• Maintain proactive communication with users to provide updates and ensure complete issue resolution, meeting SLA requirements and enhancing user satisfaction.
• Promote user independence by guiding associates toward effective self-service solutions.
• Diagnose and resolve routine hardware and software issues, applying standard troubleshooting techniques.
• Perform remote diagnostics and support using targeted questioning and technical tools.
• Escalate complex or unresolved issues to higher-level support teams in a timely manner.
• Liaise with IT vendors to coordinate service and support, including hardware repairs and replacements.
• Install, configure, and update hardware and software across user systems.
• Maintain accurate records of the bank's hardware inventory and ensure asset accountability.
• Effectively prioritize and manage multiple tasks while maintaining high attention to detail and service quality.
• Provide on-site support across multiple PeoplesBank locations in Massachusetts and Connecticut as needed.
• Participate in a rotating on-call schedule, delivering after-hours and weekend support for critical issues.
• Respond to high-priority incidents promptly, escalating as necessary based on severity and established procedures.
• Monitor system alerts and incoming requests to ensure rapid response and resolution.
• Successfully complete all required annual compliance training and testing, ensuring adherence to federal, state, and banking regulations.

• Other duties as assigned.

Education and Experience:

• Associates degree
• One+ year(s) of experience in a technical role
• Or an equivalent combination of education and experience

Skills Required:

• Communicates technical concepts clearly and effectively to both technical and non-technical audiences.
• Delivers exceptional customer service while consistently meeting or exceeding organizational service standards.
• Demonstrates strong written and verbal communication skills to support clear and effective interactions.
• Maintains professionalism and patience when engaging with internal stakeholders and external vendors.
• Develops a comprehensive understanding of organizational structure and the diverse needs of help desk users.
• Self-motivated and goal-oriented, with a proactive approach to problem-solving and continuous improvement.
• Excels in time management, issue resolution, and project coordination to ensure timely and high-quality outcomes.

Certifications, Licenses and/or registrations:

• CompTIA A+ preferred

Computer/Technical Skills:


Familiarity with Microsoft applications such as:

• Windows Desktop Operating System - 10, 11
• Windows 2016 / 2019 / 2022 Server
• Active Directory
• Microsoft 365

Work Environment and Physical Demands:


The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the associate is regularly required to sit, use hands to sort, write and keyboard, and to listen and speak. The associate is frequently required to reach, walk, stoop, crouch. The associate is occasionally required to stand, lift, bend, drive and travel. Must have the ability to satisfy requirements to hold a driver's license and car insurance.